What You Cannot Return

To maintain the highest standards of hygiene and quality, please note that certain items are non-returnable and non-refundable, including the following:

Non-Returnable Items:

• Body jewellery and pierced items
  Due to hygiene and health standards, all body jewellery and pierced items are strictly non-refundable and non-returnable. We do this to ensure your safety by only sending items that are brand new and untouched.

• Items that have been worn or removed from original packaging
  We cannot accept returns of items that have been tried on, used, or are no longer in their original, unopened packaging (including gift boxes or certificates of authenticity).

• Customised or altered items
  Any item that has been resized, engraved, or otherwise modified—either by us or a third party—is considered final sale and cannot be returned.

• Items in the customer’s possession for more than 30 days
  Items held by the customer for over 30 days from the delivery date are not eligible for return.

Delivery Issues & Refunds:

• Undelivered items
  Refunds for undelivered items will only be issued after sufficient time has passed to allow for investigation:

  • 21 days for domestic orders

  • 31 days for international orders

• Items marked as delivered
  We cannot offer refunds for items marked as delivered by the postal system. Please contact us if you believe a delivery error has occurred so we can help investigate.

Packaging Notes:

• Clearance items
  All clearance items are packaged in plain boxes, and multiple items may be combined into one box. This is to accommodate the reduced pricing.

• Full-price items
  Regular, non-discounted items are packaged individually in their own boxes—ideal for safe storage or gifting.

 Custom Jewellery Guidelines

Thank you for choosing JewelAus for your custom jewellery. Please read the following guidelines carefully before placing your order:

Production & Delivery Timeframes
All custom jewellery is handmade with care, so we kindly ask that you allow up to 3 weeks from the date of purchase to delivery. Most orders are completed sooner, but this timeframe accounts for design, crafting, and processing.

Please note that during peak periods—February (Valentine’s Day), March (Easter), October to December (Christmas)—additional time may be required due to high demand.
We also recommend placing Christmas orders early, as we stop accepting custom orders for guaranteed Christmas delivery on December 1st.

Shipping Delays
While we aim to dispatch all orders on time, please understand that postal delays—especially during the holiday season—are beyond our control.

Quality & Damages
Every item is carefully inspected for defects prior to dispatch. If a product arrives damaged, it is most likely due to transit. We encourage customers to contact us immediately if this occurs.

Returns & Refunds
As all custom pieces are individually made to your specifications, we are unable to accept returns or issue refunds for change of mind or incorrect inscriptions provided by the customer.

However, if an error has been made by JewelAus—such as a spelling mistake, incorrect design, or product defect—we will replace the item at no cost to you.

Important
Due to the personalised nature of these items, returns or exchanges are only available in the event of a fault or mistake made by JewelAus. Your statutory rights remain unaffected.

If you have any concerns, please feel free to contact us at 0477 420 130 or via Facebook Messenger.
Please do not proceed with a custom order unless you agree to these terms, which apply strictly to jewellery custom-made to your request.

Allow 10 - 21 days for the items to be crafted 

Pre-orders & Custom Items Shipping Information

If your order includes pre-order or custom-made items, please note that the entire order will be held and shipped together once all items are in stock.

Should you prefer the in-stock items to be shipped separately to avoid delays, kindly leave clear instructions in the comment box at checkout.
If no shipping instructions are provided, we will assume you wish for all items to be shipped together once everything is available.